What is the lifecycle of a spending account dispute?
Disputes filed for transactions on your Robinhood spending account, including transactions made with the Robinhood Cash Card (debit card) go through the following few phases toward being resolved.
IMPORTANT
The following is only for disputes involving transactions made on a Robinhood spending account, including those made with the Robinhood Cash Card. Review Robinhood Gold Credit Card Disputes for details about reporting issues with that card.
For transactions that occurred using the Robinhood Cash Card, you can file a dispute directly with your account (in-app or web). Go to Spending, select the debit card transaction you’d like to dispute, and then select dispute transaction. When prompted, follow the prompts to provide further details on why you are disputing the transaction.
For transactions on your spending account that are not completed with the Robinhood Cash Card, contact Robinhood Support by calling 888-275-8523 or writing to us at 85 Willow Road, Menlo Park, CA 94025.
Our card processor uses the information from your report to start an investigation and reach out to the merchant. The process of reaching out to the merchant to reverse a transaction is called a chargeback. A chargeback is not possible in all cases, so if our card processor is unable to process a chargeback, your dispute claim will be investigated. If your initial report doesn’t include all the required details, our support team will email you directly.
You may be eligible and issued a temporary credit within 10 business days after the date of the initial dispute if the investigation is still in progress for transactions that are covered under Regulation E. If additional time is required, the investigation process can take up to 45 days, or for errors involving point-of-sale transactions or foreign-initiated transactions, it can take up to 90 days.
Disputed transactions that are not covered under Reg E are not eligible for temporary credit and may take up to 120 days to complete the process.
The details of how a merchant responds will vary depending on details of an individual dispute case.
Generally what happens is that our card processor reaches out to the merchant who initiated the transaction. The merchant may gather documentation to support that the charge is valid on their end, in which case, you might not win the dispute.
Depending on the merchant’s response and our investigation, a decision on your dispute case (error or no error found) will be completed within 45 or 90 days for Reg E covered disputes and within 120 days for non-Reg E disputes.
We encourage you to contact the merchant directly about your dispute for a quicker resolution. Providing more details and evidence may make the process go faster.
Under the card network rules, the merchant has 90 days to respond to our dispute claim. This doesn’t necessarily mean that it will take 90 days to resolve your dispute, but just that by the network rules, it can take that long to get a response. Allow up to 120 days to resolve the dispute that is not covered by Reg E.